Senior Analyst Global WFM

Job Title: Real-Time Analyst (RTA)
Department:
Workforce Management (WFM)

Employment Type:
Full-time

Role Summary
The Real-Time Analyst (RTA) plays a critical role in ensuring operational efficiency and service delivery performance by actively monitoring, analyzing, and managing real-time activities across multiple queues. This role serves as the first line of defense to ensure service levels and performance metrics are achieved, while supporting operations with timely and accurate reporting, issue escalation, and actionable insights.

Key Responsibilities

• Real-Time Monitoring & Queue Management
• Monitor real-time call, chat, or case queues to ensure service level goals are met consistently.
• Track and manage agent availability, idle time, and adherence in alignment with intraday staffing plans.
• Respond to spikes in volume or unexpected events (e.g., call surges, outages, high absenteeism) by adjusting break schedules and recommending intraday actions.
• Manage agent skill assignments in systems like Avaya/CMS and adjust as needed based on traffic patterns.
• Conduct pre-shift test calls and validate system readiness at the start of the day.
• Manage pre- and post-shift overtime to control people costs without compromising service levels.
• Raise red flags or risk alerts to operations for potential staffing imbalances.
• Reporting & Analytics
• Generate and publish real-time and intraday reports covering key metrics such as volume, AHT, SL, staffing, and abandon rates.
• Produce End-of-Day (EOD) and daily performance summaries for operational review.
• Track historical performance trends and provide actionable insights for continuous improvement.
• Publish agent adherence and schedule compliance reports, and highlight anomalies or patterns.
• Maintain audit trails, issue logs, and action trackers to ensure transparency and accountability.
• Conduct regular skill audits to verify the accuracy of agent assignments to queues/LOBs.
• Coordination & Stakeholder Engagement
• Collaborate with WFM scheduling teams for intraday staffing adjustments or shift/break reschedules.
• Interface with operations leads, IT teams, and client representatives to coordinate responses to system issues or performance challenges.
• Attend regular operations, WFM, and client meetings to provide updates and align on goals.
• Ensure accurate absenteeism reporting by monitoring sick line and validating absence data.
• Provide proactive recommendations based on real-time insights, such as cross-skilling needs, overflow planning, or LOB-specific focus areas.
• Support outage management protocols by coordinating communication and resolution steps.
• Process Improvement & Support
• Help develop and refine operational playbooks, SOPs, and escalation matrices for real-time management.
• Support the design and implementation of new reporting templates or dashboards.
• Contribute to business continuity planning (BCP) by maintaining flexible real-time coverage models.
• Assist in training new RTAs or operational partners on real-time processes and tools.

Preferred Skills & Qualifications

• 1–3 years of experience in WFM real-time monitoring or contact center operations.
• Any graduation and above
• Strong analytical skills with proficiency in MS Excel, WFM tools (e.g., NICE IEX, Aspect, Verint), and ACD systems like Avaya/CMS.
• Excellent communication skills, both written and verbal.
• Ability to work under pressure, prioritize multiple tasks, and manage time effectively.
• Flexible to work across time zones, based on the program's Hours of Operation.
• Knowledge of SLA, AHT, adherence, occupancy, shrinkage, and other WFM KPIs.